Sr. Customer Success Manager I, SMB - On Demand, MLO (Mandarin)
T
ToastRestaurant Technology
Location: Remote, USFull-TimeSenior
Salary75,000 - 152,000 USD per year
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Job Details
- Languages
- Fluent/Bilingual in Mandarin Chinese and English (written and verbal)
- Experience
- 5+ years
- Required Skills
- Data AnalysisSalesforceMicrosoft OfficeCustomer SuccessSaaSGoogle WorkspaceAccount Management
Requirements
- Fluent/Bilingual in Mandarin Chinese and English (written and verbal).
- 5+ years of Account Management experience focused on customer satisfaction and churn mitigation.
- Expertise in payments and credit card processing.
- Experience with case or queue management, including data hygiene and prioritization.
- Technical proficiency using various software applications.
- Ability to operate independently and navigate competing priorities in a dynamic environment.
- Strong virtual presence with excellent communication, negotiation, and presentation skills.
- Proven track record of meeting and exceeding performance goals.
- Flexibility and adaptability to manage constant organizational change.
Responsibilities
- Conduct virtual customer interactions to drive adoption, host product demos, and facilitate training sessions.
- Analyze product module usage and customer data to make informed strategic business recommendations.
- Manage revenue retention through consultative engagement and by mitigating competitive churn.
- Diagnose customer issues and develop strategic solutions, coordinating with cross-functional partners as needed.
- Maintain data hygiene, manage case queues, and document customer feedback to relay to internal leadership.
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